Field Service Engineer

Service Express; Grand Rapids (MI); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Service Express in Grand Rapids, MI is seeking a Field Service Engineer to diagnose and repair data center hardware on-site across a 120-mile territory. You’ll respond to system failures, perform testing and analysis, and manage parts and schedules within SLA.

You’ll drive your own vehicle (reimbursed), work Mon-Fri 8am-5pm, and participate in after-hours on-call. Candidates should have OEM hardware experience, strong troubleshooting, valid driver's license, and readiness to lift heavy equipment

Qualifications

• Experience working with OEM data center hardware and ability to grasp new products/concepts.
• Field service experience in customer sites.
• Strong troubleshooting skills; CompTIA A+ and Server+ preferred.
• Availability for after hours, on‑call rotation to support customer needs.
• Must possess a valid driver's license and an appropriate driving record based on the position travel requirements.
• Ability to lift up to 50 pounds, stand and walk for extended periods, pull, lift, squat, reach, bend, and stoop to equipment, parts, and supplies.

Responsibilities

• Respond to service calls and diagnose hardware issues.
• Perform on-site testing, repair, and system analysis.
• Manage parts inventory and coordinate with support center.
• Document work and complete audit forms and timesheets.
• Communicate status with customers and support teams during repair.
• Follow SLA and repair procedures; assess customer needs and future requirements.

Skills

Troubleshooting

Customer service

Problem analysis

Communication

On-site work

Driving

Education

High School Degree

Bachelor's degree in related field

Tools

CompTIA A+

Server+ certification

Job description

Grand Rapids, MI
Grand Rapids, MI 49512, USA

• Remote
• Operations
• Full-Time
• Requisition #: FIELD006358

Description

Are you someone who thrives on helping others? Enjoys solving challenging technical problems? Is passionate about working hands‑on with computer hardware? Then you may be interested in the Field Service Engineer (FSE) position that we have available.

It’s an opportunity to join a team that meets the 24/7 data‑center maintenance needs of local customers with a focus on delivering exceptional service with each interaction. You will provide onsite system diagnostic and analysis support to customers within a geographical territory, or assigned to a specific account, supporting the customer per the terms of the Service Level Agreement (SLA) with Park Place Technologies. Specifically, it will be responding to customers’ system failures by way of computer hardware service, testing, diagnostic analysis, and systems analysis of hardware, storage area networks, and system configurations.

This role requires driving to different customer sites within a 120‑mile radius for assigned service calls. You will use your own vehicle and be reimbursed for travel expenses. You will work Monday‑Friday, 8am‑5pm and also must be willing to participate in after‑hours, on‑call rotation responding to customer issues and servicing all equipment regardless of product training within the designated service area.

What you'll be doing:

Customer Support

• Ensure timely, professional and effective response to customer service needs to maintain a high level of customer satisfaction
• Provide effective problem analysis and identification remotely before arrival at customer site; determine needed parts and documentation to minimize down time and multiple trips
• Perform service in a cost‑effective manner, displaying professional attitude and courtesy while on site
• Maintain effective communication with customer and our customer support center during repair process and any projected delay
• Analyze software and hardware error logs, utilizing diagnostic and troubleshooting techniques and operating system analysis to ensure timely and effective repair
• Analyze, diagnose, troubleshoot and repair data center hardware (including mid- to high‑end servers and storage devices) as well as storage area network and systems configuration and compatibility problems
• Utilize multiple tools for remote system connection to perform remote diagnosis, repair or configuration changes
• Follow customer specific repair procedures; assess current and future customer needs based on usage of the system

Inventory/Parts Management

• Determine needed parts and quantities based on contracts in service area
• Return bad or excess parts in a timely manner
• Manage accurate inventory count (daily and as required) and perform bi‑yearly physical count inventory

Administrative

• Accurately complete and timely return audit forms, email replies, timesheets and expense reports
• Attend and participate in regularly scheduled team meetings
• Account for all activities correctly using Field Point time reporting utility

What we're looking for:

• Experience working with OEM data center hardware with ability to grasp new products/concepts
• Successful prior field experience
• Strong troubleshooting skills; CompTia A+ and Server + preferred
• Availability for after hours, on‑call rotation to support customer needs
• Must possess a valid driver's license and an appropriate driving record based on the position travel requirements
• Ability to lift up to 50 pounds, stand and walk for extended periods of time, pull, lift, squat, reach, bend, and stoop to equipment, parts, and supplies. This is an active position that requires walking, standing, squatting, bending, and driving for over 50% of the workday. Potential requirement for work at height, including the use of ladders
• Must be able to pass customer background screenings in addition to Park Place Technologies pre‑employment screening

Bonus Points:

• Certification and other OEM computer hardware certifications from major vendors such as Dell, IBM, HP, etc. are helpful
• Bachelor's degree in related field (i.e. Computer Science, Engineering) or equivalent experience preferred

Education:

• High School Degree required

Travel:

• Must be able to travel to client sites up to 75% of the time within a predetermined territory radius (up to 4+ hours/one way by car)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.